Returns Policy
I have received my order however it is not suitable for the purpose I require it for/I ordered the wrong size/item/the item is no longer required.
We want you to be delighted with your order so if for any reason you are unhappy with your items, you can return them in perfect condition and in their original packaging within 14 days for a full replacement or a full refund. Return postage will only be refunded if the item is damaged, faulty, or if the wrong items have been sent. Please note that fully assembled products cannot be returned.
Furniture Orders - For furniture orders delivered by Harrod transport that are refused at point of delivery, a charge of £150 will be made to cover the logistic costs.
Delivered on Harrod Transport - please inspect your furniture and if you find anything you are not happy with or have any questions please inform the driver. Furniture delivered by other transport please inspect and contact us within 14 days of delivery. Unfortunately, after this 14-day period we are not able to accept liability for any damage or surface marking that are subsequently noticed.
This excludes structural failure in normal use, as per our 25 year guarantee and surface corrosion of upper surfaces. Our photographic record and quality process is there to ensure product quality, fairness and accuracy when dealing with product faults.
Missing items should be reported within 14 days of receiving the goods.
When returning undamaged ordered items a return carriage fee will be charged. If we arrange a collection then we will quote the carriage charge. We do not accept responsibility for damaged or lost parcels on return, so it is advisable to obtain a postal receipt, or send the goods back via recorded delivery.
I have received my order, but it does not look how the picture on your website/in your catalogue looks.
We want you to be delighted with your order so if for any reason you are unhappy with your items, you can return them in perfect condition and in their original packaging within 14 days for a full replacement or a full refund. Return postage will only be refunded if the item is damaged, faulty, or if the wrong items have been sent. If the advertised picture for the product is deemed as misleading, we will also refund the return postage cost, and look into rectifying the picture. We do not accept responsibility for damaged or lost parcels on return, so it is advisable to obtain a postal receipt, or send the goods back via recorded delivery.
I bought the item as a present, but the person I bought it for does not like it/already has it.
We want you to be delighted with your order so if for any reason you are unhappy with your items, you can return them in perfect condition and in their original packaging within 14 days for a full replacement or a full refund. Return postage will only be refunded if the item is damaged, faulty, or if the wrong items have been sent. We do not accept responsibility for damaged or lost parcels on return, so it is advisable to obtain a postal receipt, or send the goods back via recorded delivery.
The item I purchased does not work as it should/is faulty/is damaged.
We want you to be delighted with your order so if for any reason you are unhappy with your items, you can return them in perfect condition and in their original packaging within 14 days for a full replacement or a full refund. Return postage will only be refunded if the item is damaged, faulty, or if the wrong items have been sent. We do not accept responsibility for damaged or lost parcels on return, so it is advisable to obtain a postal receipt, or send the goods back via recorded delivery.
How do I return an item?
Please telephone our Returns Department on 0333 400 6400 within 14 days of receiving your goods; they will advise you whether they need to arrange for the item to be collected from you by a carrier company for which a quote will be required, or whether you need to return the item back to us via the Post Office; this will depend on the weight of the item in question. If the item was received damaged, or is faulty, you may be advised that the item does not need to be returned back to us at all.
If a collection needs to be arranged, this will be made for a weekday only, between standard working hours. If you are not able to be at home when the collection is to be made, you may leave the good somewhere safe.
Whether you are returning the goods back to us via the Post Office, or a collection has been arranged, please download, print and complete the Return/Exchange form and include with your returned goods - click image to download.
If you are unable to download or print the Return/Exchange Form please contact customer services on 0333 400 6400 or email customerservices@harrod.uk.com and we can post the form to you.
Non-Returnable Items exempt from cancellation:
- Bespoke / Made to Order Products
- Cut to Size Netting
- Engraved Tools
- Live Pest Control
